Business Profile

Propane

Ferrellgas

Headquarters

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Customer Complaint:
This business profile reflects national complaint activity

Complaints

This profile includes complaints for Ferrellgas's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

325 total complaints in the last 3 years.
103 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a bluerhino propane tank from a vending machine and it was rusty and leaked gas on our way with my wife and kids present in the car. When I asked for refund they said I can't get any refund as they don't offer any refunds. This is my first time doing business with Bluerhino and I think they just got $58 from me when their product was faulty and not up to the mark and they are not even offering any refund. I feel I have been baited. I ahbe emails of them saying they can't offer any refund no matter what and my money is stuck now.

Thanks
******
Business Response
Date: 05/07/2024
Response attached.
Initial Complaint
Date:05/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need my gas turned on. They are too ashamed to admit they cut it off, because they know it goes against good morals. Payments were not discussed, they just cut it off. I have achild who has to eat and get ready for school. They told me nothing about cutting my gas off they just did.
Business Response
Date: 05/01/2024
Response attached.
Initial Complaint
Date:04/18/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 8th we had to make an emergency request to have our gas tank turned off since there was a leak. We were called back by emergency tech within 10mins. The techs showed up early the next day (4/9/2024) and found that the main value failure. We had filled the tank October 2023 and it wa found the remaining gas had leaked out. Once technician uploaded report 4 days later we were told that the $232.15 charged would be waived since the issue was with the tank. Also was told we would receive gas 50% Ferrall gas credit and 40% at our cost. We agreed. On 04/15th (7 days later) that an order was placed to refill our tank. To date(4/18/2-24) we are still waiting on gas.. Kept in mind our tank is empty therefore we do not have access to cook etc .

We have called twice a day (4/17/2024) to a manger direct (left message) and called the help line as well. Keep in mind everyone is very pleasant and doing their part well. But all promise a call back or followup to issue. No calls have been returned. This mornin I called again. My patients is getting raw. I was polite but again ask for help, We gave no gas and are being held captive at our home afraid to leave in fear we will miss the delivery since our home is gated.

All I need is for someone to help us get our gas delivered. It has been 10 days since this has happened. Up to this point we have been happy with the service. But this time when it is badly needed I feel that the service side of getting delvery of gas is less than acceptable
Customer Answer
Date: 04/18/2024
1:30PM Central. Ferrell Gas came through finally and filled our tank. It seems the issue was with the delivery department. I am just happy we were finally able to get this issue resolved. We have been a customer for over 35+ years and never had one issue with this company.
Initial Complaint
Date:03/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went into office asked to check tank and fill tank being a new home.
They did not check tank just filled with 117 gallons of propane that leaked out into air.
At 480$ and no gas.
Ferrellgas is responsible for knowingly polluting the air. And nothing happened.
I need help I am disabled. Thank you
Business Response
Date: 04/02/2024
Response attached.
Customer Answer
Date: 04/03/2024

Complaint: ********

I am rejecting this response because:
I bought a new property and new nothing about propane tank.
So like a smart home owner I asked for full complete test of lines and tank.
Test was not completed before tank was filled and 3 years of propane lost into air.
I did not check propane for months since I hired a company to do what they do for work.
I live in Yuma and people come and go I was not in state cam ehome and propane was gone called for service and leaks found in several places. I guess the leaks just happened after 117 gallons at over 500$ was put into tank.
This company knows they are wrong and did awful things to to Earth by not doing test before my first fill. Of my unknown tank.
Nothing except me beingade whole will work.
They lie and steal and I am not the only one.
We have no way to protect our self from predators like this.
Please help them from stealing for the Disabled.

Sincerely,

******* *********
Business Response
Date: 04/03/2024
Response attached.
Initial Complaint
Date:03/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a renter not an owner. I have a FerrellGas account, #*********. FerrellGas refuses to relieve me of responsibility for any damages to a tank on a property for which my lease has ended and from which I have moved away already. They agreed to end "autofill" service but they say I will be responsible for anything that happens to the tank until it is transferred to new "owners". The property was listed for sale and my lease has ended.

Here is an excerpt from my online chat with a FerrelGas representative, ********
LW
I removed the auto fill on the old tank . Until the tank is transferred you will be responsible for the tank .

Me:
That is not acceptable. I have moved out.

LW
I understand . No order are able to be placed under your account . But the tank needs to be moved into new owner name .

Me:
The property at 4 red hills lane has been listed for sale. It may not be rented again and there is no time frame for when someone else will occupy that property

Are you guaranteeing to me here that I will not be charged for future servicing of the tank at 4 red hills lane?

LW
The landlord will need to call . I have removed the auto fill so no future deliveries will be made .

Me:
How do you expect me to accept this arrangement? You cannot leave a tank in my name that I have no control over

LW
I have added a note on the account that you have moved , I Understand but until this is transferred If anything would happen to the tank you would be responsible . Again I removed any future deliveries. I Will send out a letter to the home to make them aware that the tank needs to be transfered .

Me:
Please contact the owner of the property: ******* ******* ** *********** ***** ********* ** ****** ************
I am retaining this conversation as evidence that I had no control over the tank at * *** ***** ***** ***** *** ** *****
Business Response
Date: 04/02/2024
Response attached.
To whom it may concern:

The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal Department
for investigation and comment. I have completed my investigation, talked to the relevant field
personnel, and offer the following response:

*** ******** concern relates to customer service.

Ferrellgas strives to provide best-in-class customer service, and we regret that *** ****** did not
receive that level of service. His complaint was forwarded to the relevant field manager. The
Landlord is responsible for the customer owned propane container and any damage. A Ferrellgas
representative has tried numerous times to reach the Landlord listed in *** ******’s complaint.
Additionally, we have attempted to reach out to *** ****** to discuss the above. To date, we have
not received a response.

Thank you for bringing this customer’s concerns to our attention. Please contact me with any
questions or further concerns.

Sincerely,

***** ******
Paralegal
Initial Complaint
Date:03/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov 1, 2023, we dropped Ferrell Gas as our propane supplier. Since then, we have tried to get them to remove their propane tank from our property. They initially said the ground was too wet to remove the tank, but have not been out since then to assess. Two dozen phone calls to their Customer Service desk has not resolved the problem. We have been promised on three occasions that they would be out to remove the tank. They never showed up and never called to cancel the appointment. We would like to get the old tank removed so we can have the new tank placed there. The new tank was 'temporarily' place next to our house when installed. We are anxious to move it away from our house.
Our account number with them is ********
Business Response
Date: 03/18/2024
Response attached.The consumer complaint filed by ***** ******** has been forwarded to the Ferrellgas Legal
Department for investigation and comment.
*** ********** concern relates to a tank pick up delay.
Ferrellgas made two (2) attempts to pick up the equipment; however, those attempts were
unsuccessful due to ground conditions and safety concerns in regard to accessing it. It is my
understanding that the tank would need to be removed by a crane or drug out. Both of these
options would require favorable ground conditions.
Ferrellgas strives to provide best-in-class customer service and we sincerely regret that ***
******** does not feel he has received such a level of service. Ferrellgas will make another attempt
to pick up on or after March 25, 2024. If pick up is again unsuccessful, we will lock off the tank and
credit *** ******** for the remaining propane and scheduled another attempt for pick up.
Thank you for bringing *** ********** concern to my attention. Please contact me with any
questions or further concerns.
Customer Answer
Date: 03/21/2024

Complaint: ********

I am rejecting this response because:
The initial request to remove the tank was made in early November. That is when the supplier assessed removing the tank. Since then (nearly 5 months), the supplier has not been out to assess the tank removal. Most of this time was during the winter in upstate New York, which would have been an ideal time to remove the tank.
Numerous calls were made to the Ferrell Service desk. I was assured on several occasions that the supplier would be out the next day to remove the tank. (The most recent call was made on 12 March.) The supplier never called to cancel the appointment and caused me to lose this time.
Though I want to receive credit for the propane remaining in the tank, my priority is removing the tank so I can have the new tanks placed in the location of the old tank. Currently, the new tanks are temporarily placed next to the house as it was expected the old tank out be promptly removed.
Sincerely,

***** ********
Business Response
Date: 03/25/2024
Response attached.
Customer Answer
Date: 04/03/2024

Complaint: ********

I am rejecting this response because I would like to have a firm date when Ferrell Gas is committed to removing their tank from my property.
Sincerely,

***** ********
Business Response
Date: 04/04/2024
Response attached.
Initial Complaint
Date:03/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is *** ***** I recently received a bill for a tank/equipment fee which I have not had since last year. I am currently in the process of taking Ferrell gas to small claims court for non-reimbursement of propane left in the tank that was picked up and I was told the tank was empty, I have a notarized testimony of the field technician from High Sierra Gas that installed our new tank that there was 20 % in the tank of a 500gal tank, he showed my wife and I and we both saw it was at 20%. I also have photos of the drive moving his placard to transporting hazardous material. I have contact my local Ferrell gas company and spoke with ****** ****** customer manager and was told Ferrell gas was not going to reimburse me any monies. If there is any way of you helping on this matter I would greatly appreciate it.
Business Response
Date: 03/26/2024
Response attached.
The consumer complaint filed by Mr. *** ***** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to
the relevant field personnel, and offer the following response:
Mr. *****’s concerns relate to a rental fee and a reimbursement.
Ferrellgas recognizes and regrets the oversight made internally in charging Mr. ***** an
annual rental fee and as of today’s date, the fee has been waived.
On November 1, 2023, Ferrellgas picked up the leased equipment pursuant to Mr. *****’s
request. Our Customer Agreement for Propane Sales and Equipment Rental
(“Agreement”) states: “If Service is terminated, in addition to any other remedy we may
have, we may adjust or disconnect the equipment to stop withdrawal of Propane from
any Tank, pick up any Rented Equipment and repossess and dispose of any Propane left
in the Tank.” In addition to the aforementioned, our records reveal that upon pick up, the
tank gauge read 0%. Therefore, it is our belief that no reimbursement for propane was
appropriate.
Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns. Of course, please do not hesitate to
contact me.
Customer Answer
Date: 03/29/2024
This claim is not in court.
Initial Complaint
Date:03/07/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing you today about a situation with our propane company, Ferrellgas.

Last week we could smell propane in our basement and called a HVAC company to check. They came out this week on Tuesday February 27th, and found and repaired the leaks. To our dismay, this also led us to run out of propane quicker than expected (60% or 600 gallons in 3 months).

I called Ferrellgas that day for refill, they said it would be two weeks (March 12th) and that no "emergency" fills are available in our area due to a lack of drivers. Our house is now is the 40's range and dropping and our fear is pipes could be freezing and bursting if we don't get a propane fill soon.

There has never been this two week delay in the 18+ year history of us being a Ferrellgas customer, and the fact they knew of this current delivery delay and have not notified customers is a disgrace. In addition, other propane companies say they cannot fill the tank if Ferrellgas owns it, so we are left with no immediate resolution to this dangerous situation.

As they are a utility company partly responsible for heating Michigan homes I thought I would bring it to your attention. Thank you for your understanding, time and service to our communities!
Business Response
Date: 03/07/2024
Response attached.The consumer complaint filed by Mr. ***** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to
the relevant field personnel, and offer the following response:
A review of Mr. *****’s consumer account reveals he commenced services with
Ferrellgas in August 2004, leases a 1000-gallon propane container, chose our Will Call
delivery service and Pay In Advance payment terms.
Mr. *****’s concerns to relate to a delivery timeframe.
A review of this customer’s account indicates that the customer placed an order for 250
gallons of propane on February 27, 2024. At that time, the customer indicated that the
tank had 7% propane remaining. All Will Call deliveries are routed in the order they are
placed and expedited deliveries were not currently being offered in the customer’s area
at the time of his order.
Ferrellgas delivered the order on March 4, 2024, four (4) business days after the order
was placed. Upon arrival, Ferrellgas noted that the tank gauge read just under 20%
remaining propane. After delivery of the 250 gallons, the tank gauge read 41%.
Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns. Of course, please do not hesitate to
contact me.
Customer Answer
Date: 03/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:02/26/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In November 2023 I prepaid $396 for propane. A few days later they had a promotional rate so I called to cancel the order and asked for the $396 I paid to order at the reduced rate. They asked if I want to fill the whole tank with the reduced rate but I said I only want the amount my payment would cover. We then calculated the new total of gallons with the person on the phone for what the $396 would buy at the new rate. They put the order in for that and said it would be delivered in a week or two.

The propane was delivered and then later I received an invoice for $47. The delivery driver filled the tank putting in around 17 gallons more than I had paid for. I called and explained this to customer service and while they admitted it was a mistake on their end, I am still responsible. They tried to make me feel better than I received the discounted rate on it but missed the point that I only wanted $396 worth of propane filled as that's what my budget allowed. They also missed the point that they very well could have done the same error on the original order and the excess charge would have been around $165 that I would still be responsible for despite their negligence.

Customers should not be financially responsible for a companies error.
Business Response
Date: 02/26/2024
February 26, 2024

Better Business Bureau

Subject: **** *******; Complaint No. ********

To whom it may concern:

The consumer complaint filed by Mr. **** ******* has been forwarded to the Ferrellgas
Legal Department for investigation and comment. I have completed my investigation,
talked to the relevant field personnel, and offer the following response:

The customer’s concerns relate to a delivery made in November 2023.

Mr. ******* states in his complaint that Ferrellgas delivered more gallons of propane than
what he ordered. Our records indicate that a full fill was requested and delivered. However,
this may have been human error and for customer satisfaction, the customer’s account has
been credited for the disputed amount of $17.00.

We regret that the customer was dissatisfied with the communication with Ferrellgas.
Ferrellgas strives to provide excellent customer service, and we regret that Mr. *******
did not feel he received such level of service.

Thank you for bringing the customer’s concerns to our attention. Please contact me if you
have any questions or further concerns.

Sincerely,

***** ******
Paralegal
Customer Answer
Date: 03/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:02/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was originally on an autofill with the company... I ended up coming home to no propane in my tanks with no notice that it was low and no attempts to fill per the auto fill guidelines that were in place when I first set up the account... I called for an emergency fill due to their error and they are saying Ican't have the tanks filled for over 10 days... or I can be charged an expedition fee of over 100 and they will be there in two days... .It's freezing conditions where I live and I have two small children whom I can not have here with no heat in my home... I have called multiple times and have gotten hung up on when requesting to speak to a manager to get this filled due to nys regulations of not allowing no heat in a home due to children... Today on 2/13 I was leaving the development I live in and noticed they had a fuel tanker in my development yet they did not fill my tanks so my daughters can have a warm home to be in... This is poor business ethics and they should have a class action lawsuit brought against them... I need them to fill my tanks asap and stop with the run around on their end.
Business Response
Date: 02/21/2024
Response attached.The consumer complaint filed by Mr. ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to
the relevant field personnel, and offer the following response:
A review of Mr. ******’s consumer account reveals he commenced services with
Ferrellgas in October 2023, leases a 124-gallon manifold system, chose our Will Call
delivery service and Net30 payment terms.
Mr. ******’s concerns to relate to a delivery timeframe and account delivery terms.
Mr. ****** states in his complaint that he is on our Auto Fill program. This program uses
an algorithm based upon a customer’s usage history to automatically create and route
propane deliveries. However, Mr. ******’s account history reveals that he has always
been on our Will Call delivery program. This means that in order for us to know that he
needs propane, he has to call us. All Will Call delivery orders are routed in the order that
they are placed. Mr. ****** also indicated that he was out of propane. Per our Customer
Agreement for Propane Sales and Equipment Rental (“Customer Agreement”), we
recommend that a Will-Call customer contact Ferrellgas no less than 7 business days
before they will need a delivery or when their tank is at 30%. All deliveries are routed in
the order they are placed. Mr. ****** received his propane delivery on February 14,
2024 (within 2 days of placing the order).
If Mr. ****** would like to switch to our Auto Fill program, he may contact his local
service center at ************ to discuss his eligibility.
Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns. Of course, please

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